Boston Centerless - Precision Matters Magazine Fall 2018 | Page 10

CUSTOMER LOYALT Y
THREE CUSTOMER SERVICE SKILLS YOUR EMPLOYEES NEED TO CREATE
CUSTOMER LOYALTY
BY MICHEL FALCON
YOU CAN use customer experience and
employee engagement strategies to grow
your business and create customer loyalty.
This article is focused solely on your
customer service employees – whether
you’re in hospitality, a call center, retail,
real estate, trades or whatever – your
customer service employees
are the face of your company.
With this understanding,
we must invest in their
education to ensure
they are equipped with
the knowledge to deliver an experience our
customers have never had before. Let’s
consider these statistics:
• 40 percent of employees who receive
poor job training leave their positions
within the first year.
• In 2016, six percent of workers said
training and development is the most
important workplace policy.
This gives us even more evidence
that we must recruit and train our
employees with premium education.
The
first
skill
your
customer
service
employees
must
have
is what I call service endurance.
1. SERVICE ENDURANCE
With service endurance employees can
deliver the same amazing customer service
to the 100th customer of the day as they
did to the first.
We should all have empathy for what
our frontline team members go through.
Speaking to customers
all day can be exhausting,
10
regardless of how great your team member
might be; we should find ways to help them
break through even when it’s been a long day.
When I was a call center agent in my early
20s I would take 100 calls a day and even
though I was good, there were times when
I didn’t want to take another call. I would
combat exhaustion by:
• Having a stress ball at my desk that
I would squeeze during tough times
because it helps to release a bit of
stress.
• I would post a motivational quote to